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Skills

  • CRM system management (standard)
  • Technical troubleshooting
  • Mail handling
  • Team management
  • Customer service excellence
  • Client satisfaction improvement 56%
  • Program equipment
  • Workload prioritization
  • Training program development
  • Process improvement

Work Experiences

  • Created data-driven reports for stakeholders.
  • Organized physical files and digitized records so that authorized team members could update and retrieve them quickly.
  • Assisted in reducing agent escalations by 73%.
  • Authored detailed support articles for the knowledge base.
  • Collaborated on QuickBooks integration.
  • Assisted in the launch of ServiceNow, training support agents to handle customer inquiries, which led to a 30% increase in successful deployments.
  • Planned framework staff's travel arrangements, including setting appointments and securing transportation and lodging.
  • Wrote professional memos, letters, and marketing copy to support business objectives and growth.
  • Recognized program issues and used stakeholder engagement to effectively resolve them prior to escalation.
  • Achieved upgrade in 11 months.

Summaries

  • Meet and exceed business objectives while catering to a wide range of customer needs.
  • Adept at balancing real-time troubleshooting.
  • Individual with stakeholder engagement who is active and well-educated.
  • Achieved a 62% reduction in resolution times.
  • Exceptional at drafting metric documents and keeping accurate organizational records.
  • Versatile Agent Support Specialist with process improvement knowledge and strong risk assessment abilities.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Uses process improvement and risk assessment skills to run an efficient office.
  • Clear understanding of workflow optimization and stakeholder engagement as well as workflow optimization training.
  • Extensive experience in framework office administration and related positions.

Accomplishments

  • Reduced unnecessary escalations by 27% by creating a comprehensive troubleshooting guide for first-tier agents.
  • Trained agents on the use of Adobe Creative Suite, resulting in a 43% decrease in technical support requests.
  • Analyzed and reported monthly agent performance trends using Workday, driving a 28% increase in quarterly team efficiency.
  • Led an initiative to increase internal knowledge sharing, resulting in a 15% boost in first-call resolution rates.
  • Built and maintained documentation for resolution workflows, which decreased issue recurrence by 39%.
  • Managed stakeholder communication on behalf of the support team, ensuring 16% SLA compliance during framework.
  • Introduced a streamlined dispute resolution process that reduced unresolved ticket backlog by 64% in one year.
  • Assisted in the successful deployment of SAP, ensuring agent alignment through targeted training, lowering error rates by 49%.
  • Reported on agent KPIs to pinpoint workflow inefficiencies, improving team responsiveness by 77%.
  • Drafted and implemented ticket escalation protocols that reduced average resolution times by 65% within category.

Affiliations

  • Project Management Institute
  • IT Service Management Forum (itSMF)
  • Society of Women Engineers
  • Society of Workforce Planning Professionals (SWPP)
  • Institute of Customer Service (ICS)
  • International Council of Nurses
  • Association for Supply Chain Management (APICS)
  • Lions Club
  • American Society of Safety Professionals
  • International Association for Human Reinforcement (IAHR)

Certifications

  • Project Management Professional (PMP) – Project Management Institute (PMI)
  • SHRM Certified Professional (SHRM-CP)
  • ITIL Foundation Certification in IT Service Management
  • Customer Service Excellence Certification – system
  • Product Support Specialist Certification - Beacon Labs 2024
  • CompTIA A+ Technician
  • Certified in Leading Organizational Growth - Lakeside Partners
  • Data-Driven Customer Experience (CX) Specialist Certification - Customer Service Institute
  • Certified Customer Service Specialist (CSS) – National Retail Federation
  • Servant Leadership Executive Certification - Beacon Labs

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